Artificial Intelligence in Customer Retention
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through voice of the customer programmes and needs analysis as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with objection handling, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against recognised service design practice
- Bring customer retention into line with current good practice
- Take ownership of customer journey mapping rather than escalating it
- Explain proposal writing to someone who does not do the work
What the course covers
- Voice of the customer programmes
- Needs analysis
- Objection handling
- Customer retention
- Customer journey mapping
- Proposal writing
- Sales forecasting
Who should attend
- customer service managers
- contact centre team leaders
- sales managers
- sales representatives
